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docs/articles/expensify-classic/expensify-card/Dispute-A-Transaction.md
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--- | ||
title: Expensify Card - Transaction Disputes & Fraud | ||
description: Learn how to dispute an Expensify Card transaction. | ||
description: Understand how to dispute an Expensify Card transaction. | ||
--- | ||
# Overview | ||
When using your Expensify Visa® Commercial Card, you may come across transaction errors, which can include things like: | ||
- Unrecognized, unauthorized, or fraudulent charges. | ||
- Transactions of an incorrect amount. | ||
# Disputing Expensify Card Transactions | ||
While using your Expensify Visa® Commercial Card, you might encounter transaction errors, such as: | ||
- Unauthorized transaction activity | ||
- Incorrect transaction amounts. | ||
- Duplicate charges for a single transaction. | ||
- Missing a promised merchant refund. | ||
- Missing merchant refunds. | ||
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You’ll find all the relevant information on handling these below. | ||
When that happens, you may need to file a dispute for one or more transactions. | ||
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# How to Navigate the Dispute Process | ||
## Disputing a Transaction | ||
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If you spot an Expensify Card transaction error, please contact us immediately at [[email protected]](mailto:[email protected]). After that, we'll ask a few questions to better understand the situation. If the transaction has already settled in your account (no longer pending), we can file a dispute with our card processor on your behalf. | ||
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If you suspect fraud on your Expensify Card, don't hesitate to cancel it by heading to Settings > Account > Credit Card Import > Request A New Card. Better safe than sorry! | ||
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Lastly, if you haven’t enabled Two-Factor Authentication (2FA) yet, please do so ASAP to add an additional layer of security to your account. | ||
If you notice a transaction error on your Expensify Card, contact us immediately at [email protected]. We will ask a few questions to understand the situation better, and file a dispute with our card processor on your behalf. | ||
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## Types of Disputes | ||
The most common types of disputes are: | ||
- Unauthorized or fraudulent disputes | ||
- Service disputes | ||
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There are two main dispute types: | ||
### Unauthorized or fraudulent disputes | ||
- Charges made after your card was lost or stolen. | ||
- Unauthorized charges while your card is in your possession (indicating compromised information). | ||
- Continued charges for a canceled recurring subscription. | ||
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1. Unauthorized charges/fraud disputes, which include: | ||
- Charges made with your card after it was lost or stolen. | ||
- Unauthorized charges while your card is still in your possession (indicating compromised card information). | ||
- Continued charges for a canceled recurring subscription. | ||
**If there are transactions made with your Expensify Card you don't recognize, you'll want to do the following right away:** | ||
1. Cancel your card by going to _**Settings > Account > Credit Card Import > Request A New Card**_. | ||
2. Enable Two-Factor Authentication (2FA) for added security under _**Settings > Account > Account Details > Two Factor Authentication**_. | ||
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2. Service disputes, which include: | ||
- Received damaged or defective merchandise. | ||
- Charged for merchandise but never received it. | ||
- Double-charged for a purchase made with another method (e.g., cash). | ||
- Made a return but didn't receive a timely refund. | ||
- Multiple charges for a single transaction. | ||
- Charges settled for an incorrect amount. | ||
### Service Disputes | ||
- Received damaged or defective merchandise. | ||
- Charged for merchandise that was never received. | ||
- Double-charged for a purchase made with another method (e.g., cash). | ||
- Made a return but didn't receive a refund. | ||
- Multiple charges for a single transaction. | ||
- Charges settled for an incorrect amount. | ||
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You don't need to categorize your dispute; we'll handle that. However, this may help you assess if a situation warrants a dispute. In most cases, the initial step for resolving a dispute should be contacting the merchant, as they can often address the issue promptly. | ||
For service disputes, contacting the merchant is often the quickest way to resolve the dispute. | ||
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## Simplifying the Dispute Process | ||
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To ensure the dispute process goes smoothly, please: | ||
- Provide detailed information about the disputed charge, including why you're disputing it, what occurred, and any steps you've taken to address the issue. | ||
- If you recognize the merchant but not the charge, and you've transacted with them before, contact the merchant directly, as it may be a non-fraudulent error. | ||
- Include supporting documentation like receipts or cancellation confirmations when submitting your dispute to enhance the likelihood of a favorable resolution (not required but highly recommended). | ||
To ensure a smooth dispute process, please: | ||
- Provide detailed information about the disputed charge, including why you're disputing it and any steps you've taken to address the issue. | ||
- If you recognize the merchant but not the charge, contact the merchant directly. | ||
- Include supporting documentation (e.g., receipts, cancellation confirmations) when submitting your dispute to increase the chances of a favorable resolution (recommended but not required). | ||
- Make sure the transaction isn't pending (pending transactions cannot be disputed). | ||
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{% include faq-begin.md %} | ||
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